INTERNATIONAL OPERATIONS SPECIALIST
Job insights
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Date posted
30/01/2025
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Closing date
01/03/2025
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Hiring location
Center
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Experience Level
Junior
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Experience
1 - 3 Years
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Remote work option
No
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Expatriate Eligibility
no
Key responsibilities
Provide operations and logistics expertise in the understanding and fulfilment of requests for assistance from our clients and subscribers, in collaboration with internal and external stakeholders.
Probe clients and subscribers who contact the Assistance Center to ensure that the request for assistance is understood and acted upon in every instance.
Ensure continuity of service delivery by answering all requests for assistance in a timely and professional manner and managing cases in line with the key directive of Assist First, Verify Later.
Plan and coordinate the full range services for clients, utilising the internal resources of International SOS and external correspondents where necessary.
Ensure that logistical arrangements are communicated to all stakeholders in an appropriate and timely manner.
Coordinate cases effectively and efficiently in accordance with internal and client specific Operations and Billings procedures
Manage cases with a sense of responsibility and urgency, proactively working around barriers and demonstrating a passion for achieving the best outcomes for our clients and subscribers.
Seek and listen to customer feedback and escalate for quality improvement. Take responsibility for correcting customer service problems promptly.
Provide fully comprehensive billing information together with cost estimates where relevant – securing payment prior to delivery of services to non-clients. Recognise and escalate any opportunities for cost containment.
Effectively manage and communicate workload and movements to the line manager.
Forward relevant information to assist with the development of the network of service providers.
Good to know
Goals & Performance Metrics:
As an International Operations Specialist in assistance centers include ensuring seamless global service delivery, optimizing processes, and enhancing cross-cultural communication. Key performance metrics involve response time, issue resolution rates across regions, compliance with international standards, customer satisfaction scores, and collaboration effectiveness. Continuous training and cultural competency are crucial for success.
N+1 Management Style:
management style is collaborative and supportive, prioritizing open communication and team empowerment. They also focus on clear goal setting, constructive feedback, and fostering a culture of accountability and continuous improvement.
Career Progression Opportunities:
N/A
Benefits & Culture:
Good salary package
• Fully sponsored medical coverage
• Private pension plan
• Working from Monday to Friday
• Inspiring working environment with lots of career growth opportunities
• Training and development required to succeed
• Opportunity to team up with great professionals to deliver.
Candidate Selection Criteria:
Minimum HSC, a high school diploma or equivalent.
Teritiary level education is desired.
Typically, at least 2 – 3 years of experience in logistics and customer service is required.
Experience working in logistics, travel and/or healthcare sector is desirable.
Experience in phone-based or BPO environment is desirable.
Excellent written and spoken French language.
Fluency in English, Portuguese and Spanish is an advantage
Work condition:
Experience of working in a fast-paced, demanding environment.
Shift work including occasional overtime based on operational requirements.
Shift work in accordance with a pre-published duty roster (24 hours a day, 365 days a year)
Message from your future manager N+1:
Join International SOS for a dynamic work environment that prioritizes employee well-being, professional growth, and impactful global health initiatives.
Interested in this job?.
30 days left to apply
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